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“Ladaza’s Hassle-Free Returns: Your Guide to Our Seamless Return and Refund Policy”

Online shopping has its perks, but what happens when your eagerly awaited Lazada order arrives and it's not as pictured? This guide will take you through the process of returning and exchanging items on Lazada, ensuring you know your rights and can navigate the sometimes tricky world of online returns and refunds in 2022.

Administrator

25 July, 2024

When shopping online, it’s inevitable to encounter issues like receiving incorrect or faulty items. This article will guide you through the process of exchanging or returning items on Lazada with ease and speed.

1Lazada’s Return and Refund Policies

Lazada’s Return Policy

Step 1 Check the return policy and conditions to see if your product meets the requirements for a return. Determine whether the return should be sent to the seller or Lazada.

Step 2 If eligible, create a Return/Refund Request on the Lazada system.

Step 3 Next, send the item back to Lazada (or the seller).

Step 4 Lazada or the seller will receive and evaluate the product.

Step 5 The outcome of the Return Request will be updated on the system.

Lazada’s Refund Policy

The refund policy varies depending on the product you purchased. Currently, Lazada has the following refund policies:

Return Label	Return Period	Return Method
7-day return for NBH	7 days	Return to NBH
7-day easy return	7 days	Return to Lazada
15-day return	15 days	Return to Lazada
This product is not eligible for return	Cannot create a “Return Request” Contact the NBH for further assistance.	Cannot create a “Return Request” Contact the NBH for further assistance.

Here’s what each term means:

Return Label can be found in the product details section.
Return Period: The valid period during which you can create a Return Request online on Lazada’s system. The return period starts from the time the order is updated to the “Successful Delivery” status. If you miss the return period, you cannot create a Return Request. Currently, Lazada offers two return periods: 7 days or 15 days.
Return Method: Indicates whether the Return Request will be handled by the seller or Lazada. Returning to the seller means you will send the item to the seller’s address. Returning to Lazada means you will send the item to Lazada’s warehouse. The image above also clarifies when to return the item to the seller and when to return it to Lazada.

Note:

If the Return Label does not specify a 7 or 15-day return period, it means the product is not eligible for return. In this case, if you receive an item that is broken, missing parts or accessories, or not as described (excluding cases of dissatisfaction), do the following:

For LazMall products, or items delivered from overseas: Contact Lazada within 24 hours of successful delivery to get assistance.
For items handled by the seller: Chat with the seller for support. If the seller does not respond within 2 days or their response is unsatisfactory, contact Lazada. Lazada will provide a solution within 3 working days.

Lazada’s Return Conditions

The following types of products can be returned or exchanged on Lazada:

Broken or damaged products.
Defective products.
Products that differ from the seller’s description.
Incorrectly delivered products.
Products missing parts, accessories, or gifts.
Products suspected of being counterfeit.
Used products.
Expired products.

Products that are broken or damaged do not meet Lazada’s return conditions

Note
– Products for return or exchange must be intact, with original packaging and labels, and include all gifts, accessories, and warranties (if any).
– Lazada does not accept returns or exchanges due to customer dissatisfaction for products purchased with installment payments.
– Certain special product categories, such as Lazada Vouchers, services (E-vouchers, paper vouchers, dining, beauty, travel, etc.); Online groceries; Motorcycles, cars; Large furniture; Large appliances; Fashion items,… will have separate return policies.

2Guide to Returning Lazada Mall Items

Returning Items on the Website

Step 1 Check the Return Conditions

Check the return conditions

Before proceeding with the return, ensure that the product meets Lazada’s conditions, including:

The product must be unused, intact, and include all accessories and gifts (if any).
The product must be within the valid return period (7 or 14 days).
The return reason must be valid and meet the conditions for agreeing to the return.
If the product belongs to a special category, a separate return policy will apply.

Step 2 Log in to Your Lazada Account

Enter your details on the website to log in to your Lazada account, including your phone number (or email) and password.

Step 3 Select the Order for Return

Select the order for return

Go to My Account, then click on My Orders and View All Orders and scroll down to select the product you want to return. If the product status is “Delivered”, you can proceed with the return to Lazada.

Step 4 Register for the Return

Next, click on Manage My Order to view the details and select “Return” for the product you want to return.

Step 5 Fill out the Online Return Registration Form

Fill out the online return registration form

The online return registration form for Lazada includes the following information, which you need to fill out completely:

Tick the box next to the products you want to return.
Return Reason (you can provide additional details about the product and the reason for canceling the order).
Preferred Resolution: You can choose between a refund in the form of a Discount Code or a Bank Transfer. However, if you choose a bank transfer, remember to fill in your account information!
Delivery Method: You can choose between having the delivery company pick up the product from your home or taking it to the VNPost post office (free of charge).
Tick the box: I have read and agreed to Lazada’s return policy.

Step 6 Submit the Online Return Request

Submit the online return request

Submit the online return registration form to Lazada’s customer support center by clicking “Confirm.”

Step 7 Print the Return Label

Print the return label

After submitting the request, the system will guide you to the next steps. Scroll down, click on “View Return Order Details”, and then click on “Print Return Label” to print the label. If printing is not convenient, you can write the two codes, RA Code and Waybill Code, on the package when sending the item back to Lazada.

Step 8 Pack the Product

Pack the product

Ensure that the product is properly packed with all gifts, accessories (if any), and the VAT invoice from Lazada or the seller’s receipt. You can also reuse the original packaging as long as you make sure that the product is not damaged during transportation.

Finally, don’t forget to attach the Return Label to the package or write the two codes, RA Code and Waybill Code, on the package if printing the label is not convenient. Lazada will not process the return request if the package does not have the label or the necessary codes.

Step 9 Send the Item Back to Lazada

You can send the item back to Lazada at the post office

If you chose home pickup as the return method, the delivery company will contact you within 24 hours to confirm the pickup time.

On the other hand, if you chose to drop off the item at the post office, take the product to the nearest post office. Currently, three delivery companies that support Lazada returns at the post office are: VN Capital (VNC), Giao Hàng Nhanh (GHN), and Bưu Điện Việt Nam (VN Post).

Note
– Lazada will cover all delivery fees, so you don’t need to pay anything.
– Within 7 days of creating the Return Label (excluding Sundays), if you do not bring the product to the post office for return, the return request will be canceled.

Step 10 Wait for the Refund or Replacement

Wait for the refund as a digital code or bank transfer

After receiving the returned product, Lazada will inspect and evaluate its condition within 2-3 days. Depending on the refund method you chose, Lazada will process the return order accordingly:

Frequently asked questions

Ladazas offers a hassle-free returns process with a seamless return and refund policy. Customers can return items within 30 days of delivery for a full refund, provided the items are in their original condition with all tags still attached. The return process is easy and can be initiated online through the Ladazas website.

To initiate a return, simply go to the Ladazas website and access your order history. Find the order containing the item(s) you wish to return and select ‘Return Item’. You will then be guided through the process of printing a returns label and choosing a drop-off or collection option.

Yes, certain items are non-returnable unless they are faulty. These include personalized items, perishable goods, and items that have hygiene seals and were delivered sealed but where the seal has been broken.

Once your return has been received, Ladazas aims to process your refund within 7 working days. The funds will be returned to the original payment method, and you will be notified via email once the refund has been issued.

Yes, if you would like to exchange an item for a different size or color, you can do so by following the same process as a return. Simply specify that you would like an exchange when initiating the return process online.

In the rare event that you receive a faulty or damaged item, please contact Ladazas’ customer support team directly with photos of the issue. They will be happy to assist you in resolving the problem, and you may be eligible for a replacement or refund without the need to return the item.